Job Title: Recoveries & Litigations Specialist
PURPOSE SUMMARY:
The Recoveries & Litigations Specialist will assist the team with collections from terminated accounts through customer negotiation or careful management of third party partners. They will be responsible for recovering the asset where applicable, and for leveraging collateral into payments, whether through negotiation or via legal routes.
The role will encompass the following workstreams:
Repossessions
Litigation
Cash Recovery
Insolvency
Compound Queries & Crushwatch
PRINCIPAL ACCOUNTABILITIES:
Responsible for volume outbound and inbound calls
Negotiate payments and arrangements on inbound and outbound telephone contacts by using the Collections system
Ensure a high level of customer service is provided to the customer, offering them all relevant information to allow them to understand any options available to them
Undertaking the prescribed business processes as required, by being responsible for acquiring regular updates from third parties, and updating the contract to reflect the correct position
Prepare appropriate documentation to instruct an external agent
Undertake all collections activities in accordance with the required regulations
Establish and manage third party relationships with specialist agents, solicitors, and trace specialists if required
COMPETENCY/BEHAVIOURAL PROFILE (Person Specification):
Possess a contagious, positive attitude and enthusiasm
Excellent communication (including written) and negotiation skills when dealing with customers
Excellent negotiation skills
Excellent attention to detail and organisational skills
Confident in making decisions; takes ownership of individual arrears cases where required
Ability to remain calm under pressure/during stressful conversations – keep conversation focused
Balance empathy with assertiveness
Maintain professionalism in all aspects of communication
Put team and organisational goals above individual goals
Ability to interact within a team and thrive in a team environment
Independent and able to work with minimal daily supervision
Adaptive – ability to adjust to rapidly changing business environment
Possess a contagious, positive attitude and enthusiasm
Maintain professionalism in all aspects of communication
Self-driven and motivated
Ability to remain calm under pressure
Able to accept feedback and change behaviour based on feedback
Ability to maintain a satisfactory attendance record
KNOWLEDGE, EXPERIENCE AND QUALIFICATIONS:
Minimum of A levels or equivalent
Experience in the automotive or consumer finance industry preferred
A minimum of 1 years’ experience in a Collections or Recoveries role preferred
IT SKILLS PROFILE:
Excel and Word to Intermediate level
Workflow management